EMOTIONAL INTELLIGENCE & EMOTIONAL COMPETENCE EMOTIONAL INTELLIGENCE: A form of intelligence relating to the emotional side of life, such as the ability to recognize and manage one's own and others' emotions, to motivate oneself and restrain impulses, and to handle interpersonal relationships effectively. Originated by Daniel Goldman, psychologist, denoting the cluster of traits/abilities relating to the emotional side of life major components of emotional intelligence: knowing our own emotions, managing our own emotions, motivating ourselves,recognizing the emotions of others,and handling relationships The Ten Habits of Emotionally Intelligent People Copyright 1999 Steve Hein, The EQ Institute - May be copied for educational uses. High EQ people: 1. Label their feelings, rather than labeling people or situations. "I feel impatient." vs "This is ridiculous." "I feel hurt and bitter". vs.
Transcript
EMOTIONAL INTELLIGENCE & EMOTIONAL COMPETENCE
EMOTIONAL INTELLIGENCE:
A form of intelligence relating to the emotional side of life, such as the ability to recognize and manage one's own and others' emotions, to motivate oneself and restrain impulses, and to handle interpersonal relationships effectively.
Originated by Daniel Goldman, psychologist, denoting the cluster of traits/abilities relating to the emotional side of life
major components of emotional intelligence: knowing our own emotions, managing our own emotions, motivating ourselves,recognizing the emotions of others,and handling relationships
The Ten Habits of Emotionally Intelligent PeopleCopyright 1999 Steve Hein, The EQ Institute - May be copied for educational uses.
High EQ people:
1. Label their feelings, rather than labeling people or situations.
"I feel impatient." vs "This is ridiculous."
"I feel hurt and bitter". vs. "You are an insensitive jerk."
"I feel afraid." vs. "You are driving like a idiot."
2. Distinguish between thoughts and feelings.
Thoughts: I feel like...& I feel as if.... & I feel that Feelings: I feel: (feeling word)
3. Take responsibility for their feelings. "I feel jealous." vs. "You are making me jealous."
4. Use their feelings to help them make decisions.
"How will I feel if I do this?" "How will I feel if I don't"
5. Show respect for other people's feelings.
They ask "How will you feel if I do this?" "How will you feel if I don't."
6. Feel energized, not angry. They use what others call "anger" to help them feel energized to take productive action.
7. Validate other people's feelings.They show empathy, understanding, and acceptance of other people's feelings.
8. Practice getting a positive value from their negative emotions.
They ask themselves: "How do I feel?" and "What would help me feel better?" They ask others "How do you feel?" and "What would help you feel better?"
9. Don't advise, command, control, criticize, judge or lecture to others.
They realize it doesn't feel good to be on the receiving end of such behavior, so they avoid it.
10. Avoid people who invalidate them, or don't respect their feelings.
As much as possible, they choose to associate only with other people with high EQ.
EMOTIONAL COMPETENCE:
"A learned capability based on emotional intelligence that results in outstanding performance at work. Our emotional intelligence determines our potential for learning the practical skills based on the five elements : self-awareness, motivation, self-regulation, empathy, and adeptness in relationships. Our emotional competence shows how much of that potential we have translated into on-the-job capabilities." (Goldman, Working with Emotional Intelligence)
The table below lists Goldmans' 5 dimensions of emotional intelligence and the 25 emotional competencies.
The emotional intelligence capabilities are Independent (each contributes to job performance);Interdependent (each draws to some extent on certain others with strong interactions);Hierarchical (the emotional intelligence capabilities build upon one another);Necessary, but not sufficient (having an emotional intelligence doesn't guarantee the competencies will be demonstrated); Generic (different jobs make differing competence demands.
THE EMOTIONAL COMPETENCE FRAMEWORK
Personal Competence
SELF-AWARENESS
Emotional Awareness:recognizing one's emotions and their effect
Accurate Self-assessment: knowing one's strengths
and limits
Self-confidence: A strong sense of one's self-worth and capabilities
SELF-REGULATION
Self-control: Keeping disruptive emotions and impulses in check
Trustworthiness: Maintaining standards of honesty and integrity
Conscientiousness: Taking responsibility for personal performance
Adaptability: Flexibility in handling change
Innovation: Being comfortable with novel ideas, approaches and new information
MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence
Commitment: Aligning with the goals of the group or organization
Initiative: Readiness to act on opportunities
Optimism: Persistence in pursuing goals despite obstacles and setbacks
Social Competence
EMPATHY
Understanding others: sensing others' feelings and perspectives, taking an active interest in their concerns
Developing others: Sensing others development needs and bolstering their abilities
Service orientation: Anticipating, recognizing, and meeting customers' needs
Leveraging diversity: Cultivating opportunities through different kinds of people
Political Awareness: Reading a group's emotional currents and power relationships
SOCIAL SKILLS Influence: Wielding effective tactics for persuasion Communication: Listening openly and sending
convincing messages Conflict management: Negotiating and resolving
disagreements Leadership: Inspiring and guiding individuals and
groups
Change Catalyst: Initiating or managing change Building bonds: Nurturing instrumental
relationships Collaboration and cooperation: Working with
others toward shared goals
Team capabilities: creating group synergy in pursuing collective goals
The competencies:
PERSONAL COMPETENCE
SELF-AWARENESS
1. Emotional Awareness-- People with this competence:
Know which emotions they are feeling and whyRealize the links between their feelings and what they think and sayRecognize how their feelings affect their performance Have a guiding awareness of their values and goals
2. Accurate Self-Assessment -- People with this competence:Are aware of their strengths and weaknesses Reflective, learning from experienceOpen to candid feedback, new perspectives, continuous learning, and self-developmentAble to show a sense of humour and perspective about themselvesBLIND SPOTS: Blind Ambition-need to win or be right at any costUnrealistic Goals- sets overly ambitious, unattainable goals for groupRelentless Striving- compulsively hardworking at expense of all else, vulnerable to burnoutDrives Others-pushes others too hard, takes over instead of delegatingPower Hungry- seeks power for own reason rather than for companyInsatiable need for recognition- addicted to glory-takes credit for other's work and blames them for mistakesPreoccupation with Appearance-needs to look good at all costs-craves material trappings
Need to seem perfect-enraged by or rejects criticism, can't admit mistakes
3. Self Confidence --People with this competence:Present themselves with self-assurance; have "presence"Can voice views that are unpopular and go out on a limb for what is rightAre decisive, able to make sound decisions despite uncertainties and pressures
SELF-REGULATION
1. Self-control --People with this competency:Manage their impulsive feelings and distressing emotions wellStay composed, positive and unflappable even in trying momentsThink clearly and stay focused under pressure
2. Trustworthiness and conscientiousness --People with this competency:Trustworthiness--Act ethically and are above reproachBuild trust through their reliability and authenticityAdmit their own mistakes and confront unethical actions in others Take tough, principled stands even if they are unpopularConscientiousness --Meet commitments and keep promisesHold themselves accountable for meeting their objectivesAre organized and careful in their work
3. Innovation and Adaptability --People with this competency:Innovation - Seek out fresh ideas from a wide variety of sourcesEntertain original solutions to problemsGenerate new ideastake fresh perspectives and risks in their thinkingAdaptability - Smoothly handle multiple demands, shifting priorities, and rapid changeAdapt thier responses and tactics to fit fluid circumstancesAre flexible in how they see events
MOTIVATION
1. Achievement Drive --People with this competency:Are results-oriented, with a high drive to meet their objectives and standardsSet challenging goals and take calculated risksPursue information to reduce uncertainty and find ways to do
things betterLearn how to improve their performance
2. Committment --People with this competency:Readily make sacrifices to meet a larger organizational goalFind a sense of purpose in the larger missionUse the group's core values in making decisions and clarifying choicesActively seek out opportunities to fulfill the group's mission
3. Initiative and Optimism --People with this competency:Initiative: Are ready to seize opportunitiesPursue goals beyond what's required or expected of themCut through red tape and bend the rules when necessary to get the job doneMobilize others through unusual, enterprising effortsOptimism: Persist in seeking goals despite obstacles and setbacksOperate from hope of success rather than fear of failureSee setbacks as due to manageable circumstance rather than personal flaw
SOCIAL COMPETENCE
EMPATHY
1. Understanding Others --People with this competency:Are attentive to emotional cues and listen wellShow sensitivity and understand others' perspectivesHelp out based on understanding other people's needs and feelings
2. Developing Others --People with this competency:Acknowledge and reward people's strengths and accomplishmentsOffer useful feedback and identify people's needs for further growthMentor, give timely coaching, and offer assignments that challenge and foster a person's skills
3. Service Orientation --People with this competency:Understand customers/clients needs and math them to services of productsSeek ways to increase customers' satisfaction and loyaltyGladly offer appropriate assistanceGrasp a customer's perspective, acting as a trusted advisor
4. Leveraging Diversity --People with this competency:Respect and relate well to people from varied backgrounds
Understand diverse worldviews and are sensitive to group differencesSee diversity as opportunity, creating an environment where diverse people can thriveChallenge bias and intolerance
5. Political Awareness --People with this competency:Accurately read key power relationshipsDetect crucial social networksUnderstand the forces that shape views and actions of clients, customers, or competitorsAccurately read organzational and external realities
SOCIAL SKILLS
1. Influence --People with this competency:Are skilled at winning people overFine-tune presntations to appeal to the listenerUse complex strategies like indirect influence to build consensus and supportOrchestrate dramatic events to effectively make a point
2. Communication --People with this competenceAre effective in give-and-take, registering emotional cues in attuning their messageDeal with difficult issues straightforwardlyListen well, seek mutual understanding, and welcome sharing of information fullyFoster open communication and stay receptive to bad news as well as good
3. Conflict Management --People with this competency:Handle difficult people and tense situations with diplomacy and tactSpot potential conflict, bring disagreements into the open and help to de-escalateEncourage debate and open discussionOrchestrate win-win solutions
4. Leadership --People with this competency:Articulate and arouse enthusiasm for a shared vision and missionStep forward to lead as needed, regardless of poeitionGuide the performance of others while holding them accountableLead by example
5. Change Catalyst --People with this competency:Recognize the need to change and remove barriersChallenge the status quo to acknowledge the need for change
Champion the change and enlist others in its pursuitModel the change expected of others
6. Building Bonds --People with this competency:Cultivate and maintain extensize informal networksSeek out relationships that are mutually beneficialBuild rapport and keep others in the loopMake and maintain personal friendships among work associates
7. Collaboration and Cooperation --People with this competency:Balance a focus on task with attention to relationshipsCollaborate, sharing plans, information and resourcesPromote a friendly, coooperative climateSpot and nurture opportunities for collaboration
8. Team Capabilities --People with this competency:Model team qualities like respect, helpfulness, and cooperationDraw all members into active and enthusiastic participationBuild team identity, esprit de corps, and commitmentProtect the group and its reputation, share credit
RESOURCES:
Books: Emotional Intelligence by Daniel Goldman (1995), Working with Emotional Intelligence by Daniel Goldman (1998)
Online test of Emotional Intelligence visit
Daniel Goldman's Emotional Intelligence Test or
CYBERIA SHRINK- EMOTIONAL INTELLIGENCE QUIZ
Links and resources for Emotional Intelligence see
EQI.org
The Consortium for Research on Emotional Intelligence in Organizations
A form of intelligence relating to the emotional side of life, such as the ability to recognize and manage one's own and others' emotions, to motivate oneself and restrain impulses, and to handle interpersonal relationships effectively.
Originated by Daniel Goldman, psychologist, denoting the cluster of traits/abilities relating to the emotional side of life
major components of emotional intelligence: knowing our own emotions, managing our own emotions, motivating ourselves,recognizing the emotions of others,and handling relationships
The Ten Habits of Emotionally Intelligent PeopleCopyright 1999 Steve Hein, The EQ Institute - May be copied for educational uses.
High EQ people:
1. Label their feelings, rather than labeling people or situations.
"I feel impatient." vs "This is ridiculous."
"I feel hurt and bitter". vs. "You are an insensitive jerk."
"I feel afraid." vs. "You are driving like a idiot."
2. Distinguish between thoughts and feelings.
Thoughts: I feel like...& I feel as if.... & I feel that Feelings: I feel: (feeling word)
3. Take responsibility for their feelings. "I feel jealous." vs. "You are making me jealous."
4. Use their feelings to help them make decisions.
"How will I feel if I do this?" "How will I feel if I don't"
5. Show respect for other people's feelings.
They ask "How will you feel if I do this?" "How will you feel if I don't."
6. Feel energized, not angry. They use what others call "anger" to help them feel energized to take productive action.
7. Validate other people's feelings.They show empathy, understanding, and acceptance of other people's feelings.
8. Practice getting a positive value from their negative emotions.
They ask themselves: "How do I feel?" and "What would help me feel better?" They ask others "How do you feel?" and "What would help you feel better?"
9. Don't advise, command, control, criticize, judge or lecture to others.
They realize it doesn't feel good to be on the receiving end of such behavior, so they avoid it.
10. Avoid people who invalidate them, or don't respect their feelings.
As much as possible, they choose to associate only with other people with high EQ.
EMOTIONAL COMPETENCE:
"A learned capability based on emotional intelligence that results in outstanding performance at work. Our emotional intelligence determines our potential for learning the practical skills based on the five elements : self-awareness, motivation, self-regulation, empathy, and adeptness in relationships. Our emotional competence shows how much of that potential we have translated into on-the-job capabilities." (Goldman, Working with Emotional Intelligence)
The table below lists Goldmans' 5 dimensions of emotional intelligence and the 25 emotional competencies.
The emotional intelligence capabilities are Independent (each contributes to job performance);Interdependent (each draws to some extent on certain others with strong interactions);Hierarchical (the emotional intelligence capabilities build upon one another);Necessary, but not sufficient (having an emotional intelligence doesn't guarantee the competencies will be demonstrated); Generic (different jobs make differing competence demands.
THE EMOTIONAL COMPETENCE FRAMEWORK
Personal Competence
SELF-AWARENESS
Emotional Awareness:recognizing one's emotions and their effect
Accurate Self-assessment: knowing one's strengths and limits
Self-confidence: A strong sense of one's self-worth and capabilities
SELF- Self-control: Keeping disruptive emotions and
REGULATION
impulses in check Trustworthiness: Maintaining standards of honesty
and integrity Conscientiousness: Taking responsibility for
personal performance Adaptability: Flexibility in handling change
Innovation: Being comfortable with novel ideas, approaches and new information
MOTIVATION
Achievement drive: Striving to improve or meet a standard of excellence
Commitment: Aligning with the goals of the group or organization
Initiative: Readiness to act on opportunities
Optimism: Persistence in pursuing goals despite obstacles and setbacks
Social Competence
EMPATHY
Understanding others: sensing others' feelings and perspectives, taking an active interest in their concerns
Developing others: Sensing others development needs and bolstering their abilities
Service orientation: Anticipating, recognizing, and meeting customers' needs
Leveraging diversity: Cultivating opportunities through different kinds of people
Political Awareness: Reading a group's emotional currents and power relationships
SOCIAL SKILLS Influence: Wielding effective tactics for persuasion Communication: Listening openly and sending
convincing messages Conflict management: Negotiating and resolving
disagreements Leadership: Inspiring and guiding individuals and
groups Change Catalyst: Initiating or managing change Building bonds: Nurturing instrumental
relationships Collaboration and cooperation: Working with
others toward shared goals
Team capabilities: creating group synergy in pursuing collective goals
The competencies:
PERSONAL COMPETENCE
SELF-AWARENESS
1. Emotional Awareness-- People with this competence:
Know which emotions they are feeling and whyRealize the links between their feelings and what they think and sayRecognize how their feelings affect their performance Have a guiding awareness of their values and goals
2. Accurate Self-Assessment -- People with this competence:Are aware of their strengths and weaknesses Reflective, learning from experienceOpen to candid feedback, new perspectives, continuous learning, and self-developmentAble to show a sense of humour and perspective about themselvesBLIND SPOTS: Blind Ambition-need to win or be right at any costUnrealistic Goals- sets overly ambitious, unattainable goals for groupRelentless Striving- compulsively hardworking at expense of all else, vulnerable to burnoutDrives Others-pushes others too hard, takes over instead of delegatingPower Hungry- seeks power for own reason rather than for companyInsatiable need for recognition- addicted to glory-takes credit for other's work and blames them for mistakesPreoccupation with Appearance-needs to look good at all costs-craves material trappingsNeed to seem perfect-enraged by or rejects criticism, can't admit mistakes
3. Self Confidence --People with this competence:Present themselves with self-assurance; have "presence"Can voice views that are unpopular and go out on a limb for what
is rightAre decisive, able to make sound decisions despite uncertainties and pressures
SELF-REGULATION
1. Self-control --People with this competency:Manage their impulsive feelings and distressing emotions wellStay composed, positive and unflappable even in trying momentsThink clearly and stay focused under pressure
2. Trustworthiness and conscientiousness --People with this competency:Trustworthiness--Act ethically and are above reproachBuild trust through their reliability and authenticityAdmit their own mistakes and confront unethical actions in others Take tough, principled stands even if they are unpopularConscientiousness --Meet commitments and keep promisesHold themselves accountable for meeting their objectivesAre organized and careful in their work
3. Innovation and Adaptability --People with this competency:Innovation - Seek out fresh ideas from a wide variety of sourcesEntertain original solutions to problemsGenerate new ideastake fresh perspectives and risks in their thinkingAdaptability - Smoothly handle multiple demands, shifting priorities, and rapid changeAdapt thier responses and tactics to fit fluid circumstancesAre flexible in how they see events
MOTIVATION
1. Achievement Drive --People with this competency:Are results-oriented, with a high drive to meet their objectives and standardsSet challenging goals and take calculated risksPursue information to reduce uncertainty and find ways to do things betterLearn how to improve their performance
2. Committment --People with this competency:Readily make sacrifices to meet a larger organizational goalFind a sense of purpose in the larger mission
Use the group's core values in making decisions and clarifying choicesActively seek out opportunities to fulfill the group's mission
3. Initiative and Optimism --People with this competency:Initiative: Are ready to seize opportunitiesPursue goals beyond what's required or expected of themCut through red tape and bend the rules when necessary to get the job doneMobilize others through unusual, enterprising effortsOptimism: Persist in seeking goals despite obstacles and setbacksOperate from hope of success rather than fear of failureSee setbacks as due to manageable circumstance rather than personal flaw
SOCIAL COMPETENCE
EMPATHY
1. Understanding Others --People with this competency:Are attentive to emotional cues and listen wellShow sensitivity and understand others' perspectivesHelp out based on understanding other people's needs and feelings
2. Developing Others --People with this competency:Acknowledge and reward people's strengths and accomplishmentsOffer useful feedback and identify people's needs for further growthMentor, give timely coaching, and offer assignments that challenge and foster a person's skills
3. Service Orientation --People with this competency:Understand customers/clients needs and math them to services of productsSeek ways to increase customers' satisfaction and loyaltyGladly offer appropriate assistanceGrasp a customer's perspective, acting as a trusted advisor
4. Leveraging Diversity --People with this competency:Respect and relate well to people from varied backgroundsUnderstand diverse worldviews and are sensitive to group differencesSee diversity as opportunity, creating an environment where diverse people can thriveChallenge bias and intolerance
5. Political Awareness --People with this competency:Accurately read key power relationshipsDetect crucial social networksUnderstand the forces that shape views and actions of clients, customers, or competitorsAccurately read organzational and external realities
SOCIAL SKILLS
1. Influence --People with this competency:Are skilled at winning people overFine-tune presntations to appeal to the listenerUse complex strategies like indirect influence to build consensus and supportOrchestrate dramatic events to effectively make a point
2. Communication --People with this competenceAre effective in give-and-take, registering emotional cues in attuning their messageDeal with difficult issues straightforwardlyListen well, seek mutual understanding, and welcome sharing of information fullyFoster open communication and stay receptive to bad news as well as good
3. Conflict Management --People with this competency:Handle difficult people and tense situations with diplomacy and tactSpot potential conflict, bring disagreements into the open and help to de-escalateEncourage debate and open discussionOrchestrate win-win solutions
4. Leadership --People with this competency:Articulate and arouse enthusiasm for a shared vision and missionStep forward to lead as needed, regardless of poeitionGuide the performance of others while holding them accountableLead by example
5. Change Catalyst --People with this competency:Recognize the need to change and remove barriersChallenge the status quo to acknowledge the need for changeChampion the change and enlist others in its pursuitModel the change expected of others
6. Building Bonds --People with this competency:Cultivate and maintain extensize informal networksSeek out relationships that are mutually beneficial
Build rapport and keep others in the loopMake and maintain personal friendships among work associates
7. Collaboration and Cooperation --People with this competency:Balance a focus on task with attention to relationshipsCollaborate, sharing plans, information and resourcesPromote a friendly, coooperative climateSpot and nurture opportunities for collaboration
8. Team Capabilities --People with this competency:Model team qualities like respect, helpfulness, and cooperationDraw all members into active and enthusiastic participationBuild team identity, esprit de corps, and commitmentProtect the group and its reputation, share credit
RESOURCES:
Books: Emotional Intelligence by Daniel Goldman (1995), Working with Emotional Intelligence by Daniel Goldman (1998)
Online test of Emotional Intelligence visit
Daniel Goldman's Emotional Intelligence Test or
CYBERIA SHRINK- EMOTIONAL INTELLIGENCE QUIZ
Links and resources for Emotional Intelligence see
EQI.org
The Consortium for Research on Emotional Intelligence in Organizations
